The primary purpose of this role is to deal with customer IT incidents and requests via telephone, email or onsite visits.
The emphasis is on providing a high level of customer service and solutions in a timely manner that meet the needs of our users and the department’s objectives.
User satisfaction is of paramount importance, be that by providing a first-time fix solution or by appropriately assigning the ticket to the correct resolving team, post effective triage.
The role is part of a 24 by 7 support helpdesk.
The role involves working in a busy team, providing 24 by 7 support for a global user base.
The role would ideally suit someone who has experience working in or has exposure to a global support helpdesk, with experience of working within a technical support role.
Customer focus, problem solving, listening skills, and an advanced to proficient level of English writing and speaking.
Requirements
A good understanding of general IT infrastructure, to assist with triage activities
Microsoft Windows 10 and Windows 11
Microsoft Office365 package
Installing Operating Systems (OS) on machines / imaging machines
Experience of building machines via Autopilot
Able to add a printer onto a server
Able to adjust screen settings / desktop settings such as screen resolution
Able to set up a dual monitor/docking station
Strong knowledge of utilising MS Office in a day-to-day environment
Can troubleshoot common MS Office errors
Can repair / reinstall the MS Office suite of applications.
Experience in basic remote access solution implementation and support
Trouble-shooting hardware on laptops, desktops & printers
Experience in using and managing accounts via Active Directory
Can create and maintain user account / distribution lists
Good knowledge on how to support handheld devices / mobile phones
How to add a PC to a collection to install software
Working experience of the ITSM toolset: ServiceNow
Experience in Office365
Knowledge of Active Directory
Knowledge of Azure
Knowledge of and how to trouble-shoot TCP/IP and DHCP issues
Have previously used Monitoring Tools and understand how to assess alerts correctly
Use of ERP application experience (D365, SAP, Oracle, CRM, Salesforce, etc.)